We run a lot of our customer service training for clients in the tourist attraction world and the general consensus is that front-of-house teams are likely to face an increase of complaints this year.

We think people are likely to feel more anxious going out and about while still trying to socially distance. And if others don’t appear to be following the rules and staff don’t seem to be doing anything about it, you can probably imagine that you might get irritated. Even if it wouldn’t annoy you, you can imagine it might make some people angry.

Now this could happen anywhere, so if you are reading this as a customer-facing member of staff then I hope the following is useful.

1) Remember to stand positively with open body language. Stand tall, look at your visitors and smile. You will have more authority.

2) If someone approaches you, turn to look at them and stop what you are doing if you can. If you can’t then tell them why and direct them to someone who will be able to help.

3) Listen to what they have to say without interruption or taking it personally. They are upset with the situation not necessarily you personally (even if it feels like that’s not the case). If they are shouting, let them. It’s a necessary part of the process; they can’t hear you until they feel they have been heard.

4) Try to see the situation from their point of view and apologise for how they are feeling. Saying “I’m sorry that’s happened to you” or “I’m sorry that you are upset” is not accepting liability.

5) Only after you have listened to the problem properly and made sure you have understood it all, can you try to solve the problem.Show them that you have been listening by checking your understanding. Use the words they use if you can. If I say "I’m furious" and you translate that into "irritated" I’m not going to think you heard me. They may mean the same thing to you but they don’t to me.

6) Once they are happy with the solution, thank them for bringing it to your attention. Most people don’t bother to complain, they just tell their friends and take their business elsewhere.

Let me know how you get on at questions@partnerswithyou.co.uk

  • Sally Hindmarch is a communication skills specialist and runs Partners With You, a company that helps people improve the way they come across at work